Team Leader - Operations - Hyderabad @ 24 7 ai

Job Description

Location - Hyderabad

Work Mode - Work from Office

Role & responsibilities

• Team Leader (TL) is the first contact for all the agents and SMEs.
• TL takes care of all the agents to ensure that the customer experience is a positive one.
• Manages a team of 10-15 agents (including SMEs).
• Researches and investigates (Checks with the Client) where necessary, to gather information to respond to customer inquiries.
• Responsible for his/her team performance and contribution to the program stats.
• Identify and coach non performing agents achieve their SLAs. In the same manner, also identify potential leaders within the team and groom them accordingly.
• Mark attendance for the team, approve leaves, schedule transport and handle escalations when required.

Job Classification

Education

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   escalations operations management team leading customer service team performance